Search results for ""Wharton Digital Press""
Wharton Digital Press The Customer-Base Audit: The First Step on the Journey to Customer Centricity
As a leader in your organization, you will be very familiar with your organization’s key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures. But how much time have you spent reflecting on the fact that these revenues are generated by actual customers—the people who pull out their wallets and pay for your products and services? In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers’ buying behavior as well as the health of your overall customer base. A customer-base audit is a systematic review of the buying behavior of a firm’s customers using data captured by its transaction systems. It will help you answer questions such as: -- How healthy is your customer base? How realistic are your growth objectives? -- How do your customers differ in terms of their behavior and value? -- How has the quality of your customers changed over time? -- What changes in customer behavior lie behind period-to-period changes in firm performance? -- What is important to your high-value customers? Which products help you acquire and retain your best customers? Fader, Hardie, and Ross present five “lenses” through which an executive can address questions like those above. The answers are often lurking in various parts of the organization, but it is rare to find all the relevant analyses in one place, let alone performed on a regular basis (as an audit should be). Yet without such a basic, systematic understanding of the foundations of the firm’s primary source of cash flow, how can executives make informed decisions? Fader, a Wharton professor, is the author of Customer Centricity and coauthor of The Customer Centricity Playbook, both of which have helped businesses radically rethink how they relate to customers. In this first step of the journey, Fader, Hardie, and Ross assist leaders in gaining a fundamental understanding of their customers’ buying behavior—and thus their company as a whole.
£44.10
Wharton Digital Press The Ostrich Paradox: Why We Underprepare for Disasters
"The Ostrich Paradox boldly addresses a key question of our time: Why are we humans so poor at dealing with disastrous risks, and what can we humans do about it? It is a must-read for everyone who cares about risk." —Daniel Kahneman, winner of the Nobel Prize in Economics and author of Thinking, Fast and Slow We fail to evacuate when advised. We rebuild in flood zones. We don't wear helmets. We fail to purchase insurance. We would rather avoid the risk of "crying wolf" than sound an alarm. Our ability to foresee and protect against natural catastrophes has never been greater; yet, we consistently fail to heed the warnings and protect ourselves and our communities, with devastating consequences. What explains this contradiction? In The Ostrich Paradox, Wharton professors Robert Meyer and Howard Kunreuther draw on years of teaching and research to explain why disaster preparedness efforts consistently fall short. Filled with heartbreaking stories of loss and resilience, the book addresses: •How people make decisions when confronted with high-consequence, low-probability events—and how these decisions can go awry •The 6 biases that lead individuals, communities, and institutions to make grave errors that cost lives •The Behavioral Risk Audit, a systematic approach for improving preparedness by recognizing these biases and designing strategies that anticipate them •Why, if we are to be better prepared for disasters, we need to learn to be more like ostriches, not less Fast-reading and critically important, The Ostrich Paradox is a must-read for anyone who wants to understand why we consistently underprepare for disasters, as well as private and public leaders, planners, and policy-makers who want to build more prepared communities.
£15.99
Wharton Digital Press Financial Literacy for Managers: Finance and Accounting for Better Decision-Making
The language of business In order to understand how your business is performing right now and to evaluate, assess, and devise new strategies to boost future performance, you need information. Financial statements are a critical source of the information you need. In direct and simple terms, Richard A. Lambert, Miller-Sherrerd Professor of Accounting at the Wharton School of the University of Pennsylvania, demystifies financial statements and concepts and shows you how you can apply this information to make better business decisions for long-term profit. You will learn to use and interpret financial data; find out what we can learn from Pepsi, Krispy Kreme, General Motors, and other companies; learn how to evaluate investment strategies; and apply your financial know-how to develop a coherent business strategy.
£16.99
Wharton Digital Press Why Good People Can't Get Jobs: The Skills Gap and What Companies Can Do About It
Peter Cappelli confronts the myth of the skills gap and provides an actionable path forward to put people back to work. Even in a time of perilously high unemployment, companies contend that they cannot find the employees they need. Pointing to a skills gap, employers argue applicants are simply not qualified; schools aren't preparing students for jobs; the government isn't letting in enough high-skill immigrants; and even when the match is right, prospective employees won't accept jobs at the wages offered. In this powerful and fast-reading book, Peter Cappelli, Wharton management professor and director of Wharton's Center for Human Resources, debunks the arguments and exposes the real reasons good people can't get hired. Drawing on jobs data, anecdotes from all sides of the employer-employee divide, and interviews with jobs professionals, he explores the paradoxical forces bearing down on the American workplace and lays out solutions that can help us break through what has become a crippling employer-employee stand-off. Among the questions he confronts: Is there really a skills gap? To what extent is the hiring process being held hostage by automated software that can crunch thousands of applications an hour? What kind of training could best bridge the gap between employer expectations and applicant realities, and who should foot the bill for it? Are schools really at fault? Named one of HR Magazine's Top 20 Most Influential Thinkers of 2011, Cappelli not only changes the way we think about hiring but points the way forward to rev America's job engine again.
£40.00
Wharton Digital Press The Strategic Leader's Roadmap, Revised and Updated Edition: 6 Steps for Integrating Leadership and Strategy
"The Strategic Leader's Roadmap provides an essential playbook for combining business strategy with great leadership."—William P. Lauder, Executive Chairman, The Estée Lauder Companies Inc. In The Strategic Leader's Roadmap, Updated and Revised Edition: 6 Steps for Integrating Leadership and Strategy, Wharton management professors Harbir Singh and Michael Useem offer a six-point checklist for today's leaders to follow. They explain how leading strategically will help managers strengthen their capacity to develop strategy and to lead its execution. Drawing on one-on-one interviews with CEOs, in-depth research, and their experience teaching today's executives and tomorrow's leaders, Singh and Useem take readers into the offices—and mindsets—of some of today's foremost strategic leaders. In this fully updated and revised edition, Singh and Useem explore: How Indra Nooyi rose to become CEO of PepsiCo and led its successful strategic redirection; How Jack Ma consistently pivoted and outflanked competition to position Alibaba to become a global behemoth; How John Chambers, executive chairman of Cisco Systems, changed his and other company leaders' leadership to stay ahead of disruption; How Lawrence Culp Jr., the CEO of Danaher from 2001 to 2014 and later General Electric, increased the market value of Danaher more than four-fold compared to the S&P 500. Fast-reading and actionable, The Strategic Leader's Roadmap will enable leaders at all levels to master the abilities necessary to keep their companies ahead of the competition.
£40.00
Wharton Digital Press Leading Successful Change, Revised and Updated Edition: 8 Keys to Making Change Work
"Few people have more experience guiding organizational change than Greg Shea and Cassie Solomon." —Adam Grant, New York Times-bestselling author, Originals and Give and Take Featured on CNBC and in Harvard Business Review and Fast Company, Leading Successful Change is now updated for 2020 and beyond to help leaders successfully navigate the ever-increasing pace of change. When Jack Dorsey returned to Twitter as CEO in 2015, the company was in trouble. But unlike so many other social media platforms that have crumbled under tough conditions, Twitter is still alive—and thriving. How did Twitter turn itself around in one of the most turbulent and competitive industries? The change management approach of authors Gregory P. Shea and Cassie A. Solomon guided a significant area of the organization's turnaround effort. In this revised and updated edition of Leading Successful Change, Shea and Solomon share success stories from a host of companies including Twitter, Viacom, and the Conference of State Bank Supervisors, offering a tested method for leading successful change, which they have developed over a combined 50 years of helping organizations do just that. In Leading Successful Change, Shea and Solomon share: Why most change efforts failThe two key tenets for making successful changeHow to create a scene that will provide a vision of the futureThe 8 Levers of Change, a tried-and-true method for designing the work environment to support the changesHow winning companies—from IKEA to Whirlpool—are successfully implementing change Change is not optional and it is difficult—but it is also not impossible—with Leading Successful Change. "A must-use guide for anyone who is faced with leading others to a future that is better than today." —Annie McKee, author, How to Be Happy at Work. "Greg Shea and Cassie Solomon have written a novel and valuable resource for leaders of change." —Michael Useem, Professor of Management, The Wharton School, and author, The Leader's Checklist "Wonderfully concise." —Richard J. Green, Board Chairman and CEO, Firstrust Bank "The handbook for positive disruption for any leader in any industry in the 2020s." —Stephen K. Klasko, President and CEO, Thomas Jefferson University; Distinguished Fellow for the Future of Health, World Economic Forum
£15.99
Wharton Digital Press The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value
2019 AXIOM BUSINESS BOOK AWARD WINNER Featured in Forbes, NPR's Marketplace, and a Google Talk, The Customer Centricity Playbook offers "actionable insights to drive immediate value," according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. How did global gaming company Electronic Arts go from being named "Worst Company in America" to clearing a billion dollars in profit? They discovered a simple truth—and acted on it: Not all customers are the same, regardless of how they appear on the surface. In The Customer Centricity Playbook, Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer. Fader and Toms offer a 360-degree analysis of all the elements that support customer centricity within an organization. In this book, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value (CLV) Finetune investments in customer acquisition, retention, and development tactics based on customer heterogeneity Foster a culture that sustains customer centricity, and also understand the link between CLV and market valuation Understand customer relationship management (CRM) systems, as they are a vital underpinning for all these areas through the valuable insights they provide Fader's first book, Customer Centricity, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage. In this new book, Fader and Toms offer a true playbook for companies of all sizes that want to create and implement a winning strategy to acquire, develop, and retain customers for the greatest value. "A must-read."—Aimee Johnson, Chief Marketing Officer, Zillow "The Customer Centricity Playbook offers fundamental insights to point organizations of any size in the right direction."—Rob Markey, Partner, Bain & Company, Inc., and coauthor, The Ultimate Question 2.0 "Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders."—Susan Johnson, Chief Marketing Officer, SunTrust Banks
£16.99